Operator Standards

Version 3.0. Effective 2 November 2026.

In short

• The car, boat, aircraft or crew the guest sees in the app is what arrives. Every change is made in the app and verified.
• Answer booking requests in time, arrive on time, with the booked asset, clean and as described. Keep every message and every payment on the platform.
• Never exceed certified capacity, and infants count on boats and jets. On the water, daylight only, and everyone aboard, crew included, wears a life jacket at all times on deck and in any tender.
• No alcohol or drugs on duty. No route changes the guest did not ask for. Report every incident immediately. In an emergency, call 112.
• Guest data is for the trip only. Your crew see phone numbers and live location only from 1 hour before to 1 hour after the trip.
• Breaking these standards can cost you Charter Elite status and can end your listing. These are outcomes, not instructions. How you hire, pay and roster your crew is up to you.

This summary is for convenience only. The numbered clauses below are the binding terms and govern if there is any difference.

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1. Status

1.1 These Standards are issued by Pickup Technology Limited, RC 9548096, Lekki Phase 1, Lagos State, Nigeria ("Pickup", "we"). They apply under the Operator Agreement, and bind every Operator. Our Terms of Use also apply.

1.2 The Operator is responsible for ensuring its Assigned Crew meet these Standards, and is responsible for their acts and omissions.

1.3 Capitalised words have the meaning given in the Operator Agreement and the Guest Terms.

1.4 These Standards add to the law. Where the law, a licence condition or a regulator's direction sets a stricter rule, the stricter rule applies.

2. What Pickup is and is not

2.1 Pickup is a booking platform and the Operator's limited payment collection agent. The Operator is an independent licensed business that supplies the charter service under its own contract of carriage with the Guest. Pickup is never the carrier, and is not a tour operator, insurer or employer of crew.

2.2 The Operator sets its own prices, rules for the trip, availability and fleet, and controls hiring, pay, shifts and whether to accept a trip. Crew are engaged by Operators, never by Pickup. One crew account may be linked to several Operators.

2.3 Outcomes, not control. These Standards set the minimum outcomes a Guest is entitled to expect and the safety rules the law already requires. They are conditions of access to the Platform. They are not instructions on how the Operator runs its business or how its personnel do their work, and Pickup does not agree to control, direct or manage any vehicle, vessel, aircraft or crew member, including within the meaning of the Amended Regulation for On-line Hailing Business and Taxi Cab Operation in Lagos State (2023) (the "2023 Lagos Regulation"). The no control clause of the Operator Agreement applies.

2.4 Services never offered on Pickup Charter: self drive hire of any kind, street hails, surge pricing, police escorts and armed security. An Operator must not offer or supply any of these in connection with a Booking.

3. Bookings

3.1 Respond to every Booking request within the acceptance period: 12 hours from the request, or 2 hours before the scheduled start if that is sooner. The deadline for each request is shown in the app. A request not answered in time lapses and the Guest is refunded in full. Reply to Guest messages about a confirmed Booking promptly, and at once during an active trip. We measure your reply rate over the last 90 days, counting messages answered within 24 hours. Any away message you set goes out from 21:00 Lagos time.

3.2 Accept only Bookings you can perform with a verified asset and verified Assigned Crew.

3.3 Assign a verified chauffeur, captain or crew to every confirmed Booking, by the time the app shows. Crew can be assigned only once a Booking is confirmed. Guests see a chauffeur's name and photo. Boat and jet crew are shown to Guests by role only (for example "Your captain"), never by name or photo.

3.4 Substitution. Any change of Assigned Crew or asset must be made in the app before the trip. The replacement must be verified, and the Guest is notified. The Guest has 2 hours, or until the start if that is sooner, to accept a replacement asset or cancel for a full refund. If the Guest does not answer in that time, the Booking is cancelled and the Guest gets a full refund. A change of crew needs no answer from the Guest: for cars, the Guest is told the new chauffeur's name and sees their photo; for boats and jets, the Guest is told by role. An unrecorded substitution is a material breach.

3.5 Punctuality. Present the booked asset and Assigned Crew at the booked time and place.

3.6 Trip start. No code is used. A car or boat trip starts automatically at its booked start time, unless the ID check the Booking needs is not on file. A flight starts at wheels up, and you or your crew record that and the landing in the app. Never let a trip be recorded as started when it is not taking place. Record a Guest no show in the app from 60 minutes after the booked start, once your crew have marked that they have arrived.

3.7 Jet manifest. Review the passenger manifest the Booker submits and tap Approve manifest before the cutoff (24 hours before departure for international flights, 6 hours for domestic). A passenger not on the approved manifest may not board.

3.8 Close the trip accurately in the app when the service ends.

3.9 Extensions, lost items and no shows. Accept or decline extension requests only in the app, and never take payment for an extension outside it. Check for any item a Guest reports lost and keep it safe for 30 days. Pickup helps arrange its return through the app, at the owner's cost. After 30 days, donate or dispose of it lawfully, but hand cash, identity documents and valuables to the police. If Assigned Crew cannot reach the pickup, reassign verified crew in the app at once. The Operator Agreement sets out the detail.

3.10 Cancellation. Cancel only for a reason recognised in the Cancellation and Refund Policy.

4. Safety

4.1 Capacity. Never carry more people than the certified capacity recorded for the asset. Infants count toward the limit on boats and jets.

4.2 Fitness for duty. No alcohol or controlled substances on duty. Assigned Crew must be rested, fit and licensed for the asset. The Zero Tolerance Policy applies.

4.3 Cars. Every car is chauffeur driven, and a Guest never drives. Comply with the Federal Road Safety Commission (Establishment) Act 2007, the National Road Traffic Regulations, the Lagos State Transport Sector Reform Law 2018, the 2023 Lagos Regulation and all traffic law, including the limits of 5.5 hours of continuous driving and 10.5 hours of driving in any 24 hours. Plan long days with breaks within those limits. Seat belts must be available and in working order for every seat, and the vehicle must carry the equipment the 2023 Lagos Regulation requires for its category. Chauffeurs carry the driver's badge and any other document the Ministry requires, from the date it requires it.

4.4 Water. Boat trips run in daylight only: departure after sunrise and return before sunset. You cannot switch this off, and night trips are not offered on Pickup. Everyone aboard, crew included, wears a life jacket at all times on deck and in any tender, and life jackets must be carried for full certified capacity, with the safety equipment the vessel's permit requires. Give a safety briefing before departure, check the weather and water conditions, and plan the return to arrive before sunset. Many jetties are run by third parties. Pickup does not control them and does not promise they are safe, so use a boarding point that is safe for your Guests and tell them of any hazard you know of. Comply with the rules of the Lagos State Waterways Authority (LASWA) for Lagos waters and the National Inland Waterways Authority (NIWA) for federal inland waterways, and, on coastal and sea routes, with the Merchant Shipping Act 2007 and the rules of the Nigerian Maritime Administration and Safety Agency.

4.5 Air. Operate only under a valid Air Operator's Certificate, with the aircraft on your operations specifications, and under your approved procedures as supervised by the Nigeria Civil Aviation Authority (NCAA). Apply security screening, the dangerous goods rules and the aircraft's weight and baggage limits to every passenger, on every segment. Tell the Guest in the app at once of any delay, diversion or change of airport and its reason. Operational decisions of the pilot in command are never overridden by a Guest request or by Pickup. The captain of a vessel has the same final authority on board.

4.6 Refusal. Assigned Crew may refuse any request that is unsafe or unlawful, including a request to exceed capacity, to sail after sunset, to carry a prohibited item, or to deviate from a lawful route. Refusing such a request is never a breach of these Standards.

4.7 Security. Security add ons come only from NSCDC licensed private guard companies, verified by us, and only unarmed. No armed escorts are arranged through Pickup, and no police escorts. No crew member may carry a weapon, as the Weapons and Prohibited Items Policy sets out. A Guest may travel with lawfully assigned, on duty security personnel if you consent, and on duty state security officials lawfully authorised to carry are an exception to that policy. Decide on safety and regulatory grounds only and reply before the trip. NCAA and aviation security screening stays absolute on every jet segment.

4.8 Incidents. Report any incident affecting anyone's safety immediately in the app, and in any event within 24 hours. The app has emergency contact alerts and "Are you OK?" check-ins after a stop of 15 minutes on car and boat trips. In-app safety features are secondary information tools and do not constitute an emergency response service. Pickup does not guarantee continuous, uninterrupted live monitoring, and automated prompts do not shift emergency response duties away from public authorities. In an emergency, call 112. Notify your insurer, preserve evidence and cooperate with the authorities.

4.9 Insurance. Keep your own commercial insurance in force for every trip, at the minimums the Operator Agreement sets. Pickup checks the documents but does not sell insurance, and it names no insurer. If a Guest asks for the details of the policy that covers their trip, answer promptly and accurately. Never tell a Guest that Pickup insures the trip.

4.10 Cameras. Cameras inside a vehicle, vessel or aircraft are allowed only if the Listing discloses them and a visible notice is displayed. No audio recording without a separate notice to the Guest. Keep footage for 30 days and then delete it, unless it is needed for an incident, claim, dispute or a lawful request. Never publish it. The Nigeria Data Protection Act 2023 applies, as the Operator Data Processing Addendum sets out.

5. Conduct

5.1 Treat Guests, Travellers and our staff with courtesy and respect.

5.2 No harassment, threats or discrimination, including on the grounds protected by the Discrimination Against Persons with Disabilities (Prohibition) Act 2018. See the Nondiscrimination Policy.

5.3 Accommodate assistance needs notified in advance. Decline before acceptance any Booking whose notified need the asset cannot safely meet. Assistance animals travel as the Service Animal Policy describes.

5.4 No route deviation the Guest did not request, except for safety or a lawful direction.

5.5 No bribes, facilitation payments or gifts to Pickup staff or officials, as the anti bribery clause of the Operator Agreement sets out.

6. On platform only

6.1 All communication and payment stays on the Platform.

6.2 Never ask for or accept cash, transfers or any payment outside the Platform for a Booking or anything connected with it, including waiting time, fuel, tolls, extensions or extras. Never offer a Guest a direct booking.

6.3 Never contact a Guest outside the Platform using details obtained through it, except to coordinate the Booking.

6.4 Tips. The Platform does not offer tipping. Your crew must never ask for a tip. They may accept a cash tip a Guest offers unprompted. A tip is never a condition of service and never affects how a Guest is treated. See the Tips Policy.

7. Guest data

7.1 Use Guest and Traveller information only for the Booking, as the Operator Data Processing Addendum requires.

7.2 You, the Operator, see the Guest's or lead guest's phone number from confirmation, to coordinate the Booking. Your crew and the Guest see each other's phone numbers only from 1 hour before the trip starts until 1 hour after it ends. Live location is shared in that same window. Do not save a Guest's number, take screenshots of Guest details or the passenger manifest, or use the number for anything except the Booking.

7.3 Give app access only to crew and staff who need it for the Booking, each with their own login. Remove access at once when someone leaves.

7.4 Never use Guest data for marketing, never sell or share it, and report any breach to Pickup within 24 hours.

8. Assets and listings

8.1 Every Listing must be accurate: photographs, specification, capacity, extras, rules for the trip and price must match what is supplied. Jet Listings must state passenger and baggage limits.

8.2 Vehicles, vessels and aircraft must be clean, maintained and roadworthy, seaworthy or airworthy.

8.3 Keep every document current. See Verification and Compliance.

9. Reviews

9.1 Reviews are two way. Guests review your service, and you may review the Guest after a completed trip, under the Reviews & Ratings Policy. Crew do not review Guests. Raise any concern about a Guest's conduct with Report a guest in the app. Do not review yourself, buy or arrange reviews, or retaliate against a Guest for a review.

9.2 You may post one factual, courteous public reply to each review, under the Operator Agreement and the Content Policy. Never include a Guest's personal data, contact details or an offer to deal off the Platform.

10. Enforcement

10.1 We monitor performance on the Platform record: response, acceptance, completion, cancellation, crew and asset changes, ratings, disputes and document currency.

10.2 Breaches may lead to a warning, loss of Charter Elite status, suspension of an asset or individual, or termination under the Operator Agreement. The response is proportionate to the breach. A cancellation rate above 5% brings an automatic warning. A rate above 10%, or 2 upheld no shows in 90 days, opens a review and removes Charter Elite status at once.

10.3 Where a safety concern is credible, we suspend first and investigate after. You are told the reason and heard before any permanent consequence, under the review process in the Disputes and governing law clause of the Operator Agreement. You may appeal a suspension, restriction or removal within 30 days of the decision, and a person not involved in the first decision decides the appeal within 14 days. You may challenge a cancellation that counts against you within 7 days, and it is decided within 14 days. Other time limits for challenges are in that clause.

10.4 Forged or altered documents, unrecorded substitution, carriage over capacity, off platform payment, misuse of Guest data and serious safety failure are grounds for immediate termination.

11. Changes, governing law and contact

11.1 We may change these Standards on at least 30 days' notice in the app and by email to your account email address. You accept a material change in the app, as the Operator Agreement provides, or you may close your operator account instead. A change required by law or for safety may take effect sooner, and we tell you why.

11.2 These Standards are governed by the laws of the Federal Republic of Nigeria. Disputes are resolved under the Disputes and governing law clause of the Operator Agreement.

11.3 Questions about these Standards: operator support in Operator Mode, or support@pickupcharter.com. Legal notices: by email to legal@pickupltd.com, effective on receipt.